Technical Support Specialist, Zapier
£37.5-56.3k
The listed salary is applicable to candidates located in the UK and it may vary for other locations
More information about location
Workflow automation service
Job no longer available
Workflow automation service
501-1000 employees
Job no longer available
£37.5-56.3k
The listed salary is applicable to candidates located in the UK and it may vary for other locations
More information about location
501-1000 employees
Company mission
Zapier's mission is to Make Automation Work for Everyone!
Role
Who you are
- You’re highly skilled in technical customer support
- We’re looking for at least 5 years experience in customer support in the SaaS industry. Even better if you have previous experience troubleshooting APIs, and bonus points if you're a Zapier user!
- You love working tickets. Maybe you’re a Support Vet or you’re newer to the field, either way you love your craft
- You’re highly productive and you bring your A game to the queue every day. Helping customers gets you excited and you’re passionate about finding ways to improve your skills and how we operate to drive productivity
- You love solving problems. Every customer is different and you relish being able to meet their specific needs. You see each ticket as a puzzle to solve
- You’re always looking for ways to level up your knowledge and skills. You know you produce higher quality work by putting in the reps. You find ways to level up your Zapier skills and knowledge to empower you to excel in the queue
- You keep it simple. Support at Zapier is different than other software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You recognise this complexity, but you don’t overcomplicate it
- You're persistent. You love the opportunity to solve new problems every day for our customers. In cases where the customer runs into an issue you think we should resolve, you advocate for resolution with the appropriate Build Team
- When you don’t know the answer to a question from a customer you don’t spin your wheels, you use your resources and ask for help which helps you learn!
- You love doing things efficiently. At Zapier, the work you do has high impact on the business. We believe in systems and processes that let us scale our impact
- You're empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes
- You make customers feel empowered after interacting with support
- You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates)
- You’re highly accountable to outcomes. Whether it’s your own metrics, team wide metrics or a project or task, you’re focussed on driving positive outcomes
- You’re a champion of change. You understand the changing landscape of tech and the importance of responding to need. You take change in your stride, and you support your teammates through change too
- You set your own course. At Zapier, we have quick team meetings and one-on-one’s every week and then we go make things happen. You thrive in an environment where you have direction but can call the shots to do right by the customers and our team
- You’ve used AI tooling for work or personal use—You’re excited about the potential of AI to transform
- Whether it’s using AI tools to improve handling customer inquiries, contributing to better virtual user experiences, or helping define what great AI-assisted support looks like—you’re eager to experiment, give feedback, and advocate for how AI can elevate customer support
What the job involves
- We’re on a mission to democratize automation and we’re growing our team of Technical Support Specialists across our Support Team
- We're looking for someone technical and customer focussed who loves working in Support to join our team to help customers solve tricky technical problems and use automation to its fullest
- Zapier is a fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
- Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions
- Help customers across all plan types. We’re looking for flexible team members who are able to help where our customers need us most
- Meet and exceed individual performance metric expectations for a Technical Support Specialist (Replies per day, average handle time, Quality and chat escalation rate)
- Help your teammates by answering questions in Slack when someone is stuck
- Sharing knowledge through lightning talks and Slack updates to help your team members learn new things
- Contribute to strategic projects such as helping to hone our virtual assistant content, analyzing data and making recommendations about areas of the product we need to fix for our customers, and advocating for bug fixes with our Integration Quality Team
- Write documentation to help customers help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
- Leverage and provide feedback on AI tools and workflows to improve customer support efficiency and quality. You’ll help shape how AI is used on the team by experimenting with new AI-assisted processes, offering suggestions for improvement based on personal experiences using AI, and participating in feedback that informs AI development at Zapier
Our take
Even before remote working became the "in thing", freelancers, small business owners, and large organisations have found themselves needing more and more software platforms to serve their operational needs. As people used more software services, Zapier founders saw the need to connect the actions between these software and save everyone some time.
Zapier is the largest integration and automation tool for businesses. Since its founding, Zapier has grown its suite of automation offerings across almost every mainstream software service. The company is one of the most successful to come out of Y Combinator and has also been a pioneer of remote working.
Zapier has so far been able to capitalise heavily on its advantage as one of the first entrants and has had very little actual competition. Software services aren't going anywhere anytime soon, and organisations are only going to need more of them. This puts Zapier in a strong position for growth, but also opens up room for bolder companies to get in on the action. Companies like Airtable and Integromat are already preying on more niche segments of Zapier's market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (2 rounds)
Oct 2012
$1.3m
SEED
Sep 2012
$0.2m
SEED
Total funding: $1.5m
Company benefits
- Work from anywhere
- Bonus program
- Unlimited vacation policy
- Great healthcare + dental + vision coverage*
- Retirement plan with company match*
- Stock options for every Zapien**
- 2 annual company retreats to awesome places
- 14 weeks paid leave for new parents
- Home office setup stipend
- Professional development allowance
Additional info
- As a fully remote company with 800+ team members across 40+ states, 38 countries, and 18+ timezones, we’ve adopted a culture of asynchronous work. This work style allows teams to collaborate effectively across locations, time zones, skills, and each individual’s energy levels, and empowers employees to work in a setting that fits their needs. In practice, we live on Slack, with most conversations in public channels. It mimics the open-office feel and allows everyone to search the chat logs if they need to find something that happened when they weren’t around
Leadership
Wade Foster
(Co-Founder & CEO)Prior to co-founding Zapier, wasEmail Marketing Manager with Veterans United Home Loans, and Customer Development Lead at The Idea Works.
Bryan Helmig
(Co-Founder & CTO)Was previously Product Dev/Manager at Veterans United Home Loans.
Mike Knoop
(Co-Founder)Was CPO and Head of Labs at Zapier before becoming President. Previously was a Graduate Research at the University of Missouri.
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